Specialty Pharmacy Patient Choice Award Recognizes Excellence in Outcomes

Zitter Health Insights (ZHI), in partnership with Specialty Pharmacy Times, will be presenting their Specialty Pharmacy Patient Choice Award during the first half of 2017.

The award will be presented to the top performing specialty pharmacies based on patient satisfaction results from Zitter Health Insights’ Specialty Pharmacy Patient Satisfaction Survey. A committee of industry experts, not affiliated with any specialty pharmacies, has been formed to decide the award categories.

The Zitter Health Insights Specialty Pharmacy Patient Satisfaction Survey is the first survey tool in the specialty pharmacy industry to provide benchmarked insights on patient perceptions, access, and adherence. Each year, Zitter Health Insights surveys 10,000 specialty pharmacy patients across multiple therapeutic areas.

The results highlight the biggest concerns of patients, and identifies emerging trends in satisfaction. Additionally, the survey includes comments and input on all major specialty pharmacies.

The survey evaluates multiple service components, including:

• patient choice and specialty pharmacy selection
• financial assistance and reimbursement services offerings
• communication and interaction from multiple patient touch-points
• first fill/refill experience
• customer service and net promoter score
• patient switching behavior
• unique specialty pharmacy services
• home delivery versus retail pick-up
• areas for Improvement

The Specialty Pharmacy Patient Choice Award will consider these components, and recognize the pharmacies that best meet or exceed the current standards of pharmacy accrediting organizations. Although these awards are announced annually, patients are surveyed quarterly, so specialty pharmacies that subscribe to ZHI’s Specialty Pharmacy Patient Satisfaction Survey will be able to regularly monitor their progress.

Patient satisfaction assessment within specialty pharmacies has historically been administered in-house, making it difficult for payers and manufacturers to get an impartial look into how well specialty pharmacies are treating their patients. With ZHI’s survey, subscribers receive an unbiased deep-dive into what patients really think about their specialty pharmacy.

For more information about the Specialty Pharmacy Patient Choice Award, or the Zitter Health Insights Specialty Pharmacy Patient Satisfaction Survey, please reach out to Keith Olsen at sp-awards@zitter.com.